Webhooks Process

The general process for implementing webhooks is to configure security and applicable CSM services, set the base URL for the Cherwell REST API, configure a webhook endpoint, and use One-Step Actions with Modifiers to map data between an external tool and CSM.

Task Notes

1. In CSM Administrator, grant webhooks security rights to:

  • Users who will manage webhooks

    These are typically administrators or developers who will be creating webhooks, mapping data between CSM and the external tool, etc. Grant webhooks managers rights to view, add, edit, and delete webhooks as appropriate.

  • Anonymous Browser Security Group

    You must grant View rights to this group before POST requests can be sent to webhooks.

See Webhooks Security Rights.

2. Verify that these services are configured and running:

  • Cherwell Message Queue Service
  • System Event Processing Service (a microservice of the Cherwell Service Host)
  • Cherwell Service Host

Configure CherwellMQS/RabbitMQ

Enable the System Event Processing Service

Configure the Cherwell® Service Host

3. Verify the base URL for the Cherwell REST API and maximum webhook content length.

See Set the Base URL for the Cherwell REST API.

4. In CSM Administrator, create a webhook endpoint.

See Create a Webhook Endpoint.
5. Create a One-Step Action that includes JSON or XML modifiers on the webhook body token to parse data from an external tool to CSM records. See Configure One-Step Actions for Webhooks.
6. Create an event in the external tool that will post to CSM, and capture the JSON and XML data that will be sent to CSM. See the documentation for the external tool.
7. Test the One-Step Action assigned to your webhook using the data captured from the external event. See Test One-Step Actions Assigned to Webhook Endpoints.
8. Modify data mapping as needed. See Webhook Modifier Examples.